Southwark Council launches independent homeowner agency

15 March 2017

Feedback from leaseholders in Southwark has told the council that the service it provides to homeowners, in its former state, was not fit for purpose. In 2014, after listening to what residents told the council they needed, Southwark Council pledged to establish an independent, bespoke service specifically for homeowners. 

In December 2015, the council’s cabinet agreed to progress the homeownership agency and this month, the service is up and running. This is a brand new approach for Southwark, and new for the housing sector in general. With the new, independent service, the council specifically aims to improve leaseholder satisfaction, which lags behind that of its tenants.

The main drive in transforming the service has been the need to be honest about what was not working before, to listen to feedback and to remain open about how the service should be improved. In shaping it, the council has put a strong focus on customer service, advocacy and arbitration, rather than letting issues result in lengthy, and costly, tribunals.  It aims to give homeowners an independent voice to challenge value for money for their service and major works charges, the specifications of works, accuracy of bills and whether the council had fully explored the alternatives.

The service takes internal referrals from homeowners with complex issues, to help find a resolution to a range of problems where a resolution has not yet been found. The aim is to create a bespoke service for each homeowner, agreeing investigation completion dates with an emphasis is on strong communication, to ensure homeowners feel listened to throughout their contact with the agency. 

The referrals will mostly be those who have multiple home-related problems to solve or require the team’s specialist expertise on unresolved issues. The advocacy service will help give a fresh perspective and look at problem-solving any issues which have not been escalated to complaints. 

Councillor Stephanie Cryan, cabinet member for housing, said: “We listened to and recognised the unique concerns of homeowners in the borough and the extra, specialist support they need. This is why we pledged to set up an agency, independent from the council, with the relevant expertise to listen to and resolve their, often complex, issues. While in its early stages, I am delighted that the service has come to fruition and wish the team every success going forward.”

Data and feedback from those using the service will be used to improve it further, and measure satisfaction from clients.

The service includes a team of advocacy officers based at Market Place, Bermondsey and another team in a homeowner focused contact centre based at Queens Road, Peckham. Following the successful pilot for the homeowner service charge arbitration tribunal, the council is currently recruiting a panel of independent experts to specifically help resolve service charge disputes. 

As well as work to establish and develop the agency, the council is currently in process of recruiting people to be members of an independent board. Further work will focus on a recruitment drive for high calibre permanent staff and managers across other parts of the homeowner service. A service improvement plan will be developed once all the positions are in place. 

Page last updated: 15 March 2017